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2.1 50 Reviews

Estes Express Lines Complaints Summary

14 Resolved
36 Unresolved
Our verdict: When using services from Estes Express Lines with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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11:22 am EDT

Estes Express Lines did not pay for $9,000 claim on ice cream machine

We use many different LTL carriers and Estes is by far the most unethical company we have ever dealt with. We ship heave restaurant equipment all over the country and had a delivery for a soft serve ice cream machine. The unit was wrapped and strapped to a pallet as we do with all our machines. When it arrived at the customer location, the customer described the machines as not only dropped, but rolled down the street. It was refused and returned to the local terminal for inspection. the denied the claim because the inspection report said that the wheels looked used and they could only pay $.10 / lb for used equipment. They never denied that they damaged the unit, but are denying the claim. We spoke to the inspector and responded that the rest of the machine was new and apologized for not including this in the report. We sent all of this to claims and was still denied.

We hired and attorney and this was their response. "We cannot claim attorney fees in freight litigation so it will cost you too much to sue us and we have very deep pockets." This position is denying simply because they don't want to pay.

No-one should use this unscrupulous company!

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8:08 pm EDT
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Estes Express Lines nearly rear ended

I almost got rear ended in Connecticut by one of these ESTES truckers. I was driving on a connector that connects I-395 southbound to CT Rt. 32 southbound. The speed limit is 50 mph. I had my cruise control set at exactly 50 mph. The ESTES semi came up right behind me, closing fast! I floored it to avoid getting rear ended. He then swerved into the left lane and passed me. I don't know what his hurry was: The connector ended about a half mile down the road and merged into CT Rt. 32 southbound. This happened at 5:10 PM EDT, October 21, 2014. The plate number on the trailer was T115196. I don't know if it was a TN or VA plate. Watch out for these idiots!

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10:33 am EST
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Estes Express Lines slow delivery

I ordered a hot tub cover from Hottubworks.com and they use Estes to ship it. Delivery was supposed to be tomorrow, December 5, 2013 and no one has called to arrange delivery in the 4 hour window so I could make sure I am home. I call the company and they tell me they haven't received the shipment yet and also that they only deliver to my city on Thursdays so now I have to wait another week for delivery. Poor service. I will never buy from a company who uses Estes to ship their products. Stay away from Estes if you want your item delivered on time.

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10:54 pm EDT
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Estes Express Lines damaged equipment, property

Estes would not pay a claim for damaged delivery that the driver admitted and called in to center. I got nothing but the runaround at their corporate office and harassed from a Heather Watson. I was later passed on to Brian Johnson who continued to pass me on to the local Manager, Larry Sanderson.
They say that they will pay the claim, but 5 months later-NOTHING!

DO NOT USE THIS COMPANY TO SHIP ANYTHING!

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12:57 pm EDT
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Estes Express Lines unreliable

I ordered 2 items from Ready tile at the same time, they shipped them separately. One by Fed Ex, one by Estes-express. No major difference in weight, maybe they were experimenting with delivery services. Fed Ex delivered with in 2 days. Estes-express no delivery for 10 days, package damaged, their customer service has many excuses. No one can pin point a delivery time, they give you an 8 hr window, that they claim cannot be narrowed. Your whole day is ruined waiting for a damaged package that does not come until the end of the window.

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2:16 pm EDT
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Estes Express Lines hit and run with delivery truck

WORST DELIVERY COMPANY EVER *and* they hit my car with their truck, hit and ran, scraping paint off my bumper, and pushing it in so hard that all knobs that held it at the top popped out.

I was not even the customer, my roommate was getting, ironically, a car hood delivered to him. For the initial delivery the story is that they called him, he said he is not home and it must be re-scheduled, they attempted a delivery anyway (at which point they hit my car and ran, though I was not present, 4 neighbors confirmed that was THE ONLY delivery truck in the cul-de-sac that day). They did not drop off the box that time, only a note at the door.

I hadn't immediately began calling as I wanted for the driver to actually show up while I was home - upon the painstaking attempts to re-scheduled delivery while he's home, they dropped it off while no one was home anyway, and upon opening the box roommate learned that the hood they delivered was damaged. He proceeded to file a claim with the seller of the hood and they contacted Estes for a delivery of a new one and a pick up of the old one. The third delivery attempt was made while I was home, but my roommate was not. Unfortunately, there is no better term to use: the driver was a complete hick who could not understand anything that I or my roommate (whom I called) said. We were simply saying the acceptance of the delivery is impossible at the moment as I am NOT the customer and the customer must inspect new delivery. He refused to understand and kept mumbling and saying he knows nothing, attempting to leave the giant package on my steps. As I flat out said NO TAKE IT BACK, he turned around looking extremely pissed off and CHUCKED the package in the back of his 18-wheeler. Mind you, who in their right mind brings an 18-wheeler into a tiny street with a cul-de-sac, full of parked cars?

When I began to call corporate with the report of their driver hitting my car and running, they bumped me through about 5 people who kept me on hold for over an hour, and ended up telling me its not their problem and I must call the local dispatch. Essentially from their reaction I realized that they had absolutely nothing in place for such an incident, which is ironic (or horrific) since they are an auto-transport company and must have collision policy.
Of course, the local dispatch/terminal in Stafford did the same as corporate - they kept me on hold and then told me I must call corporate. Having called corporate back, I was not able to reach any of the same people - I was definitely being stonewalled - and the person that did speak to me said nothing repeating I must talk to dispatch. It is curious that corporate had no intention of calling dispatch for me and taking responsibility to resolve the matter of a terrible employee on their staff.

Having called dispatch back the next day (when I called back the previous day, they were already closed), they said nobody by the name of the guy I talked to yesterday works there. As I was leaving the state for a trip, I was unable to pursue the claim that moment and quite honestly I had to stop myself because I was ready to show up at their offices and rip them all apart with my bare hands.

Between the two hood deliveries and re-deliveries and pickups, we have communicated with 4 Estes drivers and they were all *extremely* unprofessional and dense. *****I would NOT recommend this company to an enemy!*****
And this feeling is reiterated when I meet them driving down hwy 81 and seeing the "quality" of their driving.

And I still have a messed up bumper as legacy of their horrible customer service, or rather lack thereof, and their complete lack of human decency.

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12:29 pm EDT
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Estes Express Lines damaged freight

Had Estes ship an $8000 piece if equipment from Detroit to Montana, when it arrived it was completely destroyed. Looked like they threw it off the truck several times. Even though we had been a good customer for years they refuse to even return our calls about the well documented damage. For 5 months they ignore the messages we leave because no human in the claims dept ever answers the phone. The collections department now is saying they will sue us for the unpaid transport costs which of course ewe refuse to pay. This company does not care about it's customers nor what they do to them.
Do yourself a favor.. and use someone else!

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BETTY TRAINOR
Malden, US
Jul 26, 2012 2:47 pm EDT

I DON'T KNOW WHAY YOU PEOPLE THINK YOU ARE DOING BUT I TOLD THE SALES PERSON ON THE PHONE I DID NOT WANT TO CHANGE MY ELECTRIC COMPANY! I'M VERY HAPPY WITH NATIONAL GRID AND IF YOU SEND ONE BILL TO MY ADDRESS I WILL REPORT YOU TO THE BBB! I MAY STILL REPORT YOU ANYWAY FOR FRAUD I NEVER GAVE YOU ACCESS TO MY ACCOUNT I WILL CALL NATIONAL GRID IN THE AM TO MAKE SURE YOU DON'T FU-K WITH MY ACCOUNT!
HANDS OFF MY ACCOUNT
BETTY TRAINOR

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9:04 pm EST
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Estes Express Lines brakes being out of adjustment

I have worked for this company for 13yrs when i had my first accident and got fired. because the brake lever was out of adjustment or didn't make go connection when i applied it and slipped back out and accidentally hit the reverse lever and tow motor went off the dock. Our policy book reads we are to receive a written warning a suspension and then maybe termination with in a one year period. but it is ok for a part timer that got hired in by a supervisor to do the same accident and receive nothing a month earier, but the shop found that his was out of adjustment. How would they come up with that without the tow motor running? If there is anyone out there that this has happen to and you had to go to court over please Email what you have to help me thank you [protected]@yahoo.com

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Bill JWilliamson
Vonore, US
Jun 26, 2012 11:03 pm EDT
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Estes is a good ole boy employer. I worked for estes specialized and in a 4 month period I saw same guy wreck 3 trucks. he received a week off with pay after each one. Nothing happened to him because the supervisor investigated the accidents and determined he was not at fault. The supervisor was his brother in law talk about a conflict of interest. Anyway I was driving and had the roadway shoulder collapse from a waterline that had been done 10 days earlier. It had been redone because there had been 4 accidents of the same nature in the same spot. I had a witness to the accident and statements from all 4 of the people who had this happen to them. I was terminated while still under workers comp I guess i am not a good ole boy

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11:49 am EDT
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Estes Express Lines damaged shipment

I had a marine generator shipped by Estes from Arizona to my installer in Florida. My installer signed for the shipment without opening the wooden crate. When I opened the crate I found that because Estes had turned the crate on its side during shipment the rubber engine mounting bushings had been ripped apart on this brand new generator. Estes denied my claim. Reason the installer signed for the shipment without opening the sealed crate. Estes had exclusive control of the shipment of the new generator and the damage was done by them but instead of honesty they chose to deny on a technicality.

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9:20 am EDT
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Estes Express Lines won't pay for damage they did.

I received a hard tonneau cover that they delivered. The box had holes torn in it and was very beat up. It was obvious shipping damage. The tonneau cover was broken. I took lots of pictures to document the damage. I filed a complaint with them. They sent me a letter saying that they would settle of 1/3 of what the cover cost me and that I only had 15 days to accept their offer or I would get nothing. I have filed a complaint with my states consumer protection agency. This is not an honest rucking company!

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Manufacturing
KANSAS CITY, US
Aug 11, 2022 5:17 am EDT

The red head in sales is very unprofessional and is too busy taking pictures of herself and the drivers instead of doing her job.

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Cindy Neer Mallinak
, US
Nov 04, 2018 11:27 am EST

In Joplin MO today at 20th and Connecticut the Estes gas truck turned South onto Connecticut almost striking a curb which would have been a disaster for everyone in the intersection and area.
SLOW DOWN!

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Kim Mosher
, US
Apr 11, 2017 3:21 pm EDT

I was just driving on 146 in Sutton going south bound and one of your trucks were exiting off Central Turnpike in Sutton, Ma and he never yielded to traffic. I was going 50 in a school bus and thank god the drivers saw what was about to happen and slowed down. Not sure you can track the driver but we have it on a dash video camera. If you don't do something about this driver he is going to kill someone.

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Ronzo
Millis, US
Apr 12, 2015 1:04 pm EDT

I've been a truck driver for 22 years, and I see this stuff all the time. There are a couple of things you can do in these situations. The first, and most important is, if you even THINK the item might be damaged, REFUSE IT! That way, you don't have to deal with filing a claim. If you do accept it, unless you make sure any damages are noted on the delivery receipt, once you sign for an item you are saying you received it in good order. When in doubt, open it up and make sure it's ok. If it's not, REFUSE IT! Next, make sure when you order something that you have all the details worked out with the shipper for the delivery in advance. In most cases, unless worked out in advance, the driver's responsibilty ends at the end of the trailer. If you need an appointment, a liftgate, or inside delivery, make sure all of that is paid for in advance and noted on the bill of lading by the shipper. If it doesn't say it on the Bill of Lading, it's all on you. Also, in most cases it is not the driver's responsibility to set up or assemble new items, or to diassemble or remove old ones. Also, disposal of any packaging is generally the reponsibility of the consignee. You buy the milk, you buy the carton.
I had one customer who thought I was going to assemble and set up her new 12 place dining room set and take away her old one, the Monday before Thanksgiving. She said the shipper told her we would do that. She was very upset when I told her that I just deliver it. She ended up calling the shipper and they hired a moving company to take care of it. Another customer bought a patio set at a home show, and again thought it was my job to unpack it, set it up, and take way the trash. She asked me who did all that. I said, "you do". Not what she wanted to hear. But, we are a freight company, not a moving company.

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Nothappycustome
Guilford, US
Feb 11, 2015 9:55 pm EST

I scheduled a pickup through freight quote have used them many times they are a great company and the following isnt their fault. I had a pickup sheduled for monday no shiw by driver then tuesday again no show. I called the middletown/newhaven ct terminal and the wonan said that the drivers truck was full so they could not pick my item up. She told me to call in the morning and ask for r-----e. So morning came I called and the gentleman who was polite said that the driver would be coming between 1-2. So 2:20 rolled around and nothing. I called the gentleman again and he said the driver was in my town and would be here any minute. Ok so now its after 3 pm so I called again and the same guy said let me check and will call back. So 30 mins went by and nothing so I called him back. He told me that the driver refused the pickup for whatever reason which he didnt state. Asked if A straight truck would fit down my road and i quickly responded of course. So by this point I was pissed off. I forgot to mention that everytime I talked to this guy I asked if someone was definately coming to pick the item up, that I wouldnt wait around all day if they couldnt. He always responded yes someone is coming for sure. So after Ingot off the phone with him I called and asked to speak with the manager, I was transfered and got a voicemail. I left a message and was called back. So now this guy told me that they also would definately be picking it up. Now its after 4 so I called freight quote. I had them call estes and estes told them that they gave my number to the driver and that the driver would call me. So now its after 5, i call back estes and am told the driver just got back in and said he ran out of time. So not only did they not come they didnt call. I could see if they called each day to tell me they couldnt make it. But no I was forced to take 3 days off just to wait for them. I should also mention that the first man I talked to was thw dispatcher, he claimed that the drivers would be out all night picking items up lol. I personally will never ever use this company again. I made a complaint with their main office I will post their response. Not only did I lose income. Because of these people but my customer who this item belongs to is also ripping mad.

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singlemommy
st. louis, US
Oct 17, 2014 3:31 am EDT

One of Estes trucks tore up the side of my 2014 jeep Cherokee and kept going:(

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Gardnda
Bayville, US
Sep 27, 2014 9:53 am EDT

To the idiot, Freight Consultant, perhaps you should follow your advise and get educated yourself. Clearly you have no idea of what you speak of. Estes does not agree to a value of freight with their customers, i.e. shippers. What they do is pay by the weight of the freight, with few exceptions. If the freight claim is on concealed damages, they pay considerably less for the claim. Estes is a very shady company and all dock workers are instructed to hide damages when possible so the consignee will sign for the freight clear. I say clear, meaning without exceptions of damages or possible damages. This way, if there is a claim, they aren't obligated to pay the full claim.
I worked for this company for seven years at their terminal 116, first in Cinnaminson, NJ and in Lakewood, NJ. I have traveled to several of their terminals to train employees or to help out when they were short handed. From my observations, all the terminals operate the same way, freight going from one terminal to another is loaded on a trailer in such a manner that much of the freight is damaged. I would not recommend shipping anything through Estes, but if you have the misfortune of having no choice as whomever you purchase items from typically chooses the carrier, make sure you inspect your items very well.
Spa covers, truck bed covers, vanities and furniture seem to be the easiest damages to spot as they are sole cartons. If you receive a pallet full and shrink wrapped, ensure that you inspect every carton before signing for the freight as this is where they get you. Just because the freight appears to be pristine at first glance, most certainly does not mean that it is. Remember, the dock workers are trained to hide damages and I assure you that they do have access to shrink wrap of their own.
With my experience working for this pathetic company, when I order something online, I am always clear to whomever I purchase from that if they ship with Estes, the freight will be refused for damages, damaged or not. They do hire some pretty stupid people at this company, as with any company. But you would think that management would be an exception.
I assure you, you would be incorrect to make that assumption. I have worked side by side with these people and haven't found one yet with the intelligence greater than that of a toddler. They seem to be full of ### when it comes to everything. Take the terminal manager in the Lakewood, NJ terminal 116 for instance, his name is Pietro Parisi, he will promise you anything to keep you there but when it comes down to it, he doesn't hold his end. I was promised many things under his rule and never saw anything that was promised.
To the person that stated that Estes is going to be a Union company, clearly you don't have a clue either. I'll explain how Estes works, we will use their old Parsippany, NJ terminal for an example. All it took there was one person to sign the union paperwork and the following week, Robey Estes closed the terminal. Estes will never be a union company nor have any union terminals, they will just close those terminals, leaving those employees unemployed.
If you have any questions or need to be educated, post them here, if I see them, I will be more than happy to enlighten you. I have worked at Harrisburg, PA terminal 024, Philadelphia, PA terminal 053, Bronx, NY terminal 176 and Cinnaminson, NJ terminal 116 now the Lakewood, NJ terminal 116. I have done everything from working the dock to supervising, dispatching, OS&D, claims, , billing and anything else that was asked of me, including hiding damages on freight. Everything written here is true, not from a disgruntled ex-employee but an ex-employee that made the best career choice possible and left the company to stop cheating people.

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edtrucker
Virginia Beach, US
Jun 05, 2014 1:50 pm EDT
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Worst company to deal with my vendors used them twice and of course they lied to me twice never on time with deliveries and this customer service lady had the guts to tell me they tried calling me to set up another appointment for the following week because they did not have the goods in their warehouse but I pulled it up in the tracking shipment info on line and It shows that it had arrived there 2 days ago what a piece of crap company this is the working class of this country is going down hill employees without any work ethics there to collect a pay check and do a half ### job Estes in Chesapeake Virginia the worst, Upper management should monitor this location better they just do no know how to deliver call Fed ex or Ups dont call this clowns

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loathestesexpress
Maryville, US
Mar 05, 2014 2:25 pm EST

I am another victim in the long list of damaged deliveries. I ordered a handmade solid wood bedroom set. Two nightstands, Queen size bed, and a large dresser. Upon delivery, the first item off the truck was the dresser. Once it was in the garage I noticed several areas of damage. Not just scratches, gouges in the solid wood which looked to be forklift damage. Thankfully the driver was cool enough to let me go on the truck to inspect the rest. Every single piece of furniture had damage! So naturally I refused the delivery.
Weeks later, round two. I was called a few days in advance to schedule the delivery. I agreed to a Tuesday between 9am-12pm. At 1:15 no call no show. I called their dispatch and was given an excuse that since It was an original refusal and redelivery that something was not processed properly on their end and that my furniture was not on a truck. I explained to the dispatcher that I had to miss another days work to accept the delivery. Finally she was able to get a returning driver to deliver my furniture... 4-6pm was the goal. Shortly after I received a call back with the dispatcher admitting that there is visible damage on my second shipment! I had it delivered anyway to view and record the damage. This time there was a giant crack through the headboard of the bed which was blatant forklift damage! WTF?! There were only minor scuff marks of some of the other pieces so I was able to accept them. The real insane thing about all of this is that all of this furniture leaves the furniture maker in wooden crates with stamps that say "fragile", "do not un-crate", and "do not stack". I was told that it was unfortunate common circumstance for goods like this to be un-packaged in order to cram more deliveries onto a trailer. Especially due to all of the recent weather delays across the nation.
So tomorrow is round three... after reading all of the awful experiences everyone has had I have absolutely no faith that my bed set will reach my house in one piece. If you have any choice whatsoever, I would go out of your way and even pay a little more to use ANY other freight company.

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CGFRANK
New Orleans, US
Feb 06, 2014 10:39 pm EST

Bad experience with ESTES in New Orleans with ESTES delivery. Lazy unhelpful driver. I have Fedex and UPS deliveries and other truck lines all the time. Their drivers are great.. Estes driver is prime example of an employee no one wants. If we had a choice they would never deliver ever!

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